DRSN Support Technician III

Summary

Novul Solutions is seeking a DRSN Support Technician III to support DISA Global Operations Center operations at Scott AFB. This role provides mission-critical support for various network services, focusing on voice infrastructure, Unified Communications, and incident response for DoD and national security customers.

Responsibilities

• Create, update, track, and resolve incidents using ServiceNow and approved incident management tools
• Monitor network alarms across platform-specific tools and maintain situational awareness during outages or service degradations
• Support customer circuits, TDM, SIP trunks, voice services, Unified Communications, and DRSN operations
• Notify required contacts for network, circuit, location, or heightened-awareness incidents
• Coordinate with customers, UC stakeholders, internal teams, external partners, and leadership to maintain network availability
• Document outages, degradations, fault isolation steps, escalations, and resolutions throughout the incident lifecycle
• Verify service restoration after ticket resolution and provide timely updates to impacted communities
• Perform configuration maintenance on route plans, route lists, device profiles, calling search spaces, and route partitions
• Assess incidents, voice service issues, and configuration deficiencies, then recommend resolutions or process improvements
• Support team training and process development for UC and DRSN operations

Skills

• Ability to work 24/7 rotating shifts onsite, including nights and weekends
• General understanding of voice infrastructure and IP network topologies
• Strong troubleshooting, incident documentation, communication, and customer coordination skills
• Ability to support mission-critical network operations for extended periods on a computer or phone
• High school diploma or equivalent with 2–4 years of relevant experience
• IAT/IAM requirement: Security+ CE or equivalent DoD 8570 IAT Level II certification required at start
• Tech control, cyber transport, circuit actions, DISA, DISN, DoD network operations, or mission-critical communications experience preferred
• Experience with alarm surveillance, call routing, SIP, media call flow, packet capture analysis, Juniper IP technologies, routers, switches, crypto devices, Cisco, VTC, voice services, EVoIP, ECVoIP, VoSIP, fly-away kits, DRSN, or DSN Core preferred
• Experience using Microsoft Office tools, including Outlook, Excel, Word, Access, PowerPoint, and Teams

Qualifications

Must Haves

• Ability to work 24/7 rotating shifts onsite, including nights and weekends
• General understanding of voice infrastructure and IP network topologies
• Strong troubleshooting, incident documentation, communication, and customer coordination skills
• Ability to support mission-critical network operations for extended periods on a computer or phone
• High school diploma or equivalent with 2–4 years of relevant experience
• IAT/IAM requirement: Security+ CE or equivalent DoD 8570 IAT Level II certification required at start

Nice to Haves

• Tech control, cyber transport, circuit actions, DISA, DISN, DoD network operations, or mission-critical communications experience preferred
• Experience with alarm surveillance, call routing, SIP, media call flow, packet capture analysis, Juniper IP technologies, routers, switches, crypto devices, Cisco, VTC, voice services, EVoIP, ECVoIP, VoSIP, fly-away kits, DRSN, or DSN Core preferred
• Experience using Microsoft Office tools, including Outlook, Excel, Word, Access, PowerPoint, and Teams

Benefits

• TEN (10) Paid days off & FIVE (5) Floating days off.
• 11 Paid Holidays. Flex time can be utilized instead of holiday time usage.
• Paid Bi-Monthly.
• Partnered with the SECOND LARGEST Retirement plan provider in the U.S. Guaranteed 3% match. Eligibility – 21 years of age or older, after 3 months of employment
• Individual or company-wide performance and recognition awards (Quarterly
• UNITED HEALTHCARE PPO, extensive national coverage.
• INCLUDES: Medical/Dental/Vision/HSA.
• Eligible on the first of the month, immediately after the start date.
• Training & Career Development Reimbursement of Tuition and training needed to support career development.
• $150 monthly reimbursement contribution paid monthly towards parking expenses.
• Performance bonus – Project-based
• Yearly bonus – Company based